Review Time
Placed an order, never arrived. Been 24 hours and the order still shows as “on its way” customer service chat is down. No responses. I’ve been a loyal customer for years, now I am very happy that I cancelled my diamond plus subscription This is terrible. Deliveroo used to be very customer centric now since it got acquired is absolutely awful.
I ordered 5 items, but 3 weren't available, so they canceled them. I ended up paying £9.90 for a box of Celebrations and some bread. I tried to cancel before the items were sent out, but I received no reply from customer service for 2 hours, by which time the items had arrived. Customer service is very unhelpful and just cuts off the chat when you haven't finished.
I placed an order for nearly £40 of groceries and they order never came even though the money has been taken out. I was calling from 21.44 until 5.20 on the morning promised I would be credited the full amount as well as a full refund. Spoken to 3 members of “senior level” absolute clowns I explained the money was for food for myself and my daughter we are both vulnerable people due to medical conditions and we needed food to live (same as everyone else) they credited me with £15 which I can’t even place an order with because of the minimum spends on the supermarkets. So myself and my daughter would go hungry until Wednesday (today is Sunday btw) and they said there is nothing else they can do other than escalate the matter which can take 48 hours? What am I supposed to do? I have no family to help me out and leaving myself and my daughter hungry is acceptable to Deliveroo what an absolute joke also have to take bipolar medication to which I need to eat with, they don’t care for their customers in the slightest
I am really disappointed with Deliveroo lately. The service has gone downhill across several areas:• Riders turn up without temperature-controlled bags, so the food often arrives cold or lukewarm.• Delivery times have become extremely slow, even for simple, local orders.• Many drivers on motorbikes accept jobs that are far too far away, then take long country-road routes, which makes the wait even worse.• It also feels like rider accounts are being shared or subcontracted, because the person delivering is often not the same person shown in the app.Overall, the reliability and professionalism have dropped significantly. Deliveroo really needs to improve rider training, monitoring, and delivery standards.I choose GoGetters whenever I can, even if it costs more.
I’ve spent thousands with Deliveroo and have never received a single refund from them. Every time there’s an issue, they say the order is “pending” so they can’t cancel it.Today, 14 hours after I placed an order, they suddenly put it through because their “system was down.” But even then, they said they couldn’t cancel it because it was still marked as pending.One agent transferred me to a supervisor, and I ended up waiting on hold for forty minutes. The chat service never works because no agents respond, and phone calls just get disconnected.At this point, I recommend using Uber Eats—they actually resolve issues. Deliveroo’s behaviour feels borderline fraudulent: using my account 15 hours after a system failure to push an order through, after I had already gone to the shop myself to buy what I needed.On top of that, you rarely get the correct products, the bags often arrive open, and the food is usually cold because drivers are notified only a few minutes before pickup, even when you’ve been waiting over an hour.It’s honestly shocking that they haven’t been investigated by now.
Here's a story: Part one - Deliveroo take £45 from me for an orderPart two - the rider delivers the wrong order (four cans of beer instead of food)Part three - they ignore my various attempts to contact them via phone, live chat and email for a weekPart 4 - the refuse to refund me Literal thieves and time-wasting, unhelpful ones at that.You're probably thinking 'he's exaggerating or there's more to the story' - I promise you there literally isn't. They didn't deliver my food and won't refund (or even tell me why they won't refund for privacy reasons - I expect its because the person who got my £45 worth of food instead of their four cheap cans of beer have said their order was delivered fine!) As a side note, if you're speaking to a customer service agent called Renzon, you're in for about an hour of wasted time with no help.
"Deliveroo has become the definition of poor service. Missing items, ignored complaints, and a refusal to take accountability — even when receipts are provided. When I asked for a formal complaint to be registered, I was brushed off and ignored. This is a company that hides behind ‘policy’ instead of valuing customers. Uber Eats resolves issues quickly and professionally, while Deliveroo leaves you frustrated and out of pocket. Hot‑air company with zero respect for its users."
Tried for bitGot up to spending £100ish a monthOrdered takeaway for £16 from a place I normally get delivered direct. Food looks like it was cooked 30 min before driver collected then Deliveroo driver drove around all over place for another half hour, food stone cold. Offered me 25% refund. Closed account - will go back to dealing direct
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